VOIP SOLUTIONS. telecomsni

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Cordelia Thomasine Gardner
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1 VOIP SOLUTIONS telecomsni

Why are businesses turning to VoIP? Low cost In general, a telephone service via VoIP costs less than an equivalent service from traditional providers.

2 Why are businesses turning to VoIP? Low cost In general, a telephone service via VoIP costs less than an equivalent service from traditional providers. There are also some cost savings due to using a single network to carry voice and data. This is especially true when businesses have an existing, under-utilised network capacity that they can use for VoIP without any additional costs. Increased functionality The rigid nature of traditional telephone services makes some functionality hard or, sometimes, impossible to offer. For example, incoming phone calls are automatically routed to your VoIP phone whenever you plug it into any network with internet access. You can take your VoIP phone with you on a trip and, wherever you connect it to the internet, you can receive and make calls. Future-ready People are probably already making VoIP calls from their standard phones without realising. Communication companies use VoIP to streamline their analogue networks. By converting analogue signals into digital ones and back again, they seriously reduce the infrastructure required, especially for long-distance and international calls. As the infrastructure goes digital, VoIP will overtake analogue as the most popular form of voice communication.

TelecomsNI VoIP Platform The technology behind our Hosted VoIP platform and SIP trunks has been developed in-house to our own exacting standards to ensure it is scalable, secure, robust and reliable.

3 TelecomsNI VoIP Platform The technology behind our Hosted VoIP platform and SIP trunks has been developed in-house to our own exacting standards to ensure it is scalable, secure, robust and reliable. Simple The entire phone system is hosted in the cloud at one of our secure data centres. All your customers need to use the service is an internet connection, a compatible desk phone and a subscription. Low call-costs Your customers will immediately see a decrease in their call costs particularly with our minute bundles. Scalable As your customer s business grows, so can the system. There are no expensive upgrades or phone system updates all that is needed is the addition of an extension and an extra handset. Flexible Anywhere there s a connection to the internet, customers can connect with their VoIP system in the office, at home or even on holiday, they can still make and receive calls. High quality We promise there will be no reduction in call quality thanks to our state-of-the-art platform and connections with our Tier-1 providers. Feature rich We offer traditional features such as call forwarding, hunt groups and voic along with extra features such as voic to (see Features for details). Easy to maintain We take care of looking after your customers systems, ensuring they are always operating. That means lower maintenance costs and no support contracts. Geographic presence In business it s sometimes desirable to have a presence in other parts of the country. With our VoIP platform, your customers can choose a number from our wide-range of geographic and non-geographic numbers.

Bandwidth for VoIP Platform Numbers of channels Connection* 1-5 Dedicated ADSL 2+ 6-10 Dedicated ADSL 2+ Annex M 11-30 Dedicated FTTC 40/10 31-50 Dedicated FTTC 80/20 51+ Get In Touch VoIP won t

4 Bandwidth for VoIP Platform Numbers of channels Connection* 1-5 Dedicated ADSL Dedicated ADSL 2+ Annex M Dedicated FTTC 40/ Dedicated FTTC 80/ Get In Touch VoIP won t perform properly unless the customer s internet connection is sufficient to support the number of VoIP extensions, as well as any additional load from other services. Bandwidth Bandwidth is how much data an internet connection can handle at any one moment. VoIP uses a certain amount of this bandwidth to send and receive the voice media stream, as a result it will be continually fighting for its share of what is available. Due to its real-time nature, i.e. you don t want any delay in the conversation, if it can t get its fair share because someone is downloading a large file, the call may start to break up. The speed of your customer s internet connection is critical to the service operating properly. It depends on their network, but we often recommend a separate internet connection for the VoIP service to ensure that your customer gets the experience from the service they would expect. *Recommendations only. Actual performance and availability may vary due to other factors that may affect a customer s broadband performance and speed.

5 VoIP features Basic Standard geographic DDIs Our Premium packages come with up to three DDIs per extension ensuring plenty of inbound numbering options. Message waiting Stay alerted to voic with Message Waiting Indicators and a message button to access new messages. Per-extension voic Each user receives their own dedicated voic box capable of storing voice messages for up to 60 days. Standard Voic to Access messages in standard MP3 files, sent to your customers via . Group voic boxes Group voic boxes allow multiple people to access messages from any extension. Time of day routing Specify different call destinations at different times of day inside and outside of business hours. Tandem ringing Customers can receive calls to their mobile and VoIP phone at the same time. Hold music A variety of high-quality hold music. Call transfers Transferring calls to internal and external destinations enables your customers to redirect a call to the right person. Call barring Restrict and manage outgoing calls, enabling your customers to manage their bills and keep their system cost-effective. Premium and Premium Plus Custom hold music Customers can upload custom sound files with important business information. Conference calling Secure conference calls for internal and external participants at no extra cost. CDR access and export View detailed records about phone calls, export the list for your own records and produce various statistics. Call queues Efficiently queue calls with customisable hold music or important recorded announcements. Hunt groups Direct calls to more than one person to ensure calls are answered quickly and without fail. IVR voice prompts Create interactive and intuitive voice prompt menus to ensure calls get through to the right person or department. Busy lamp indicators Instantly see if someone is on the phone or free to take a call.

6 What it All Means: VoIP Terms Explained Analogue Telephone Adapter A device that converts the analogue signals from a conventional phone into a format acceptable for transmission over an internet connection, and vice versa at the receiving end. This device is commonly used for VoIP services and existing hardware. Answer Seizure Ratio This is the ratio of successfully connected calls with respect to attempted calls (seizures). It is an important term for defining network quality and monitoring call centre activity. Bandwidth This is the amount of information that can be transmitted down the internet connection at any time. Busy Lamp Indicators (BFL) This is a light on an IP phone which tells you whether an extension connected to the same system is busy or not. Call Detail Records (CDR) These are detailed records about phone calls that originate, terminate or pass through the system and are generally used for billing purposes. CDR Access and Export Call Detail Records access allows you to view detailed records about phone calls that originate, terminate or pass through the exchange. You can also export this list for your own records and produce various statistics. Caller Identification A phone service feature that allows the recipient of a phone call to see the phone number of the originating caller (person). Call Forwarding A phone service feature that allows the customer to forward their phone to another phone number (for example, you can forward DDI to your mobile number if you know you are going to be away from the office). Calling queues call queues manage incoming calls in an orderly way so calls can be distributed and answered in the order they came in. Call routing this is when you can route/divert calls to specific locations or to a voic . Call Waiting A phone service feature that notifies a telephone user that another incoming call is waiting to be answered.this is typically provided by a short tone on the phone. Capacity The maximum information carrying ability of a communications facility or system. Circuit switching A process of connecting two points in a communications network where the path (switching points) through the network remains fixed during the operation of a communications circuit. While a circuit switched connection is in operation, the capacity of the circuit remains constant regardless of the amount of content (e.g. voice or data signal) that is transferred during the circuit connection. This technology is now mostly redundant in favour of packet switched networks. Codec (coder/decoder) A technique used to compress/ decompress speech or audio signals. Customer Premises Equipment (CPE) Terminating equipment (such as terminals, telephones, and modems), installed at customer sites and connected to the service providers network. Can also refer to any telephone equipment residing on a customer site. DDIs Direct dial-ins, traditionally known as a phone number. Delay (Latency) This is always measured in seconds or fractions of seconds. There are delays through every electronic device even if it s only nano seconds. 1ns is seconds. In a system like the internet delays are caused by the electronics (this is usually negligible), queuing delays, transmission distances and software delays. Digital Subscriber Line (DSL) A high speed digital switched service using existing copper pairs to connect subscriber CPE (Customer Premises Equipment) to the service providers network. DSL handles more data downstream (data flowing towards the subscriber) than upstream (towards the network), also known as asynchronous network. Duplex Duplex communication is the transmission of voice and/ or data signals that allows simultaneous 2 way communication. EFM An EFM line is symmetric. EFM makes use of a standard pair of telephone lines to achieve a connection, but the actual speeds are fairly low at around 2 5Mb. Multiple pairs can be bonded together increasing the speed reaching around 40Mb, making it a flexible option for companies that are expanding. New technologies also make this fairly redundant. However, it still has a niche position in the marked and is ideal for VoIP. Echo Cancelling Echo cancellation is a process of extracting an original transmitted signal from the received signal that contains one or more delayed signals (copies of the original signal). Echoes may be created in a baseband or broadband signal. Group voic box This is when one primary mailbox is set up for a group of extensions. Hunt groups A method of distributing phone calls from a single telephone number to a group of several phone lines, called a hunt group. IVR An interactive voice menu where a recording is played and a response from the caller is requested. i.e. Press 1# for Sales. Internet Protocol Private Branch Exchange (IP PBX) A private local telephone system that uses Internet protocol (IP) to provide telephone service within a building or group of buildings in a small geographic area. Internal call transfer This is when you transfer a call to someone who is working within the same organisation as you. IP All devices connected to the Internet are identified by an IP (Internet Protocol) address. This address enables delivery of data traffic to the proper device. IP Telephony IP telephony uses the IP network to carry voice, fax and other types of information that traditionally have been sent over the public switched telephone network. Also called voice over IP (VoIP). ISP Internet Service Provider is a company or organisation that provides broadband access to the internet.

7 Jitter Jitter when applied to Voice over IP is a variation in packet transit delay. The causes of jitter are typically queuing, contention and serialisation effects on the path through the network. Faster, higher bandwidth networks tend to have less jitter whereas slower networks tend to have more congestion and more jitter. Local Area Network Local area networks (LANs) are private data communication networks that use high speed digital communications channels for the interconnection of computers and related equipment in a limited geographic area. Number Porting This is for customers who want to keep their existing telephone number. They can port their number to another service providers network. Network A system of computers linked together by communication channels allowing the flow of data between the linked computers. Network Interface Card (NIC) An adapter circuit board installed in a computer to provide a physical connection to a network. Online voic playback This is when you can listen to your voic messages in your online account. PBX Private Branch Exchange is the private telephone network used within a company. Proxy Server Proxy servers are computing devices (typically a server) that interface between data processing devices (e.g. computers) and other devices within a communications network. These devices may be located on the same local area network or an external network (e.g. the Internet). Packet The unit of data that is routed between an origin and a destination on the Internet or any other packet switched network. Packet loss Occasionally in complex systems like the internet data packets get lost. The packets sometimes take so long to reach the destination that they are no longer useful, sometime packets get corrupted and the data in them is no longer reliable. Packet Switching A means of economically sending and receiving data over alternate, multiple network channels. The premise for packet switching is the packet, a small bundle of information containing the payload and routing information. Packet switching takes data, breaks it down into packets, transmits the packets and does the reverse on the other end. Packets can be sent in order and then be received in a different order only to be put back in the correct order in fractions of a second. Per extension voic This is when each individual handset has its own voic account, as opposed to group voic boxes. Post Dial Delay (PDD) This is the time between the last digit dialled for a phone number and when the ring tone is heard. Point to Point Protocol (PPP) Point to point protocol (PPP) is a connection oriented protocol that is established between two communication devices that encapsulates data packets (such as Internet packets) for transfer between two communication points. PPP allows end users to setup a logical connection and transfer data between communication points regardless of the underlying physical connection (such as Ethernet, ATM or ISDN). Power over Ethernet (PoE) With PoE, electrical power and data are transmitted on Ethernet cabling. On today s networks, IP phones plug directly into the Ethernet network, rather than having a separate power source. The IEEE 802.3af Power over Ethernet standard can be used to power IP phones, video surveillance camera and other devices. The original IEEE 802.3af standard provides up to 15.4 watt of DC power, where the newer IEEE 802.3at (also known as PoE Plus) provides up to 25.5 watts of power. Rate Adaptive DSL (RADSL) This is a variation of ADSL, but the modem can adjust the speed of the connection depending on the length and quality of the line. Real time Transport Protocol (RTP) RTP is a packet based communication protocol that adds timing and sequence information to each packet to allow the reassembly of packets to reproduce real time audio and video information. RTP is a transport used in IP audio (VoIP) and video environments. Router A device that connects multiple networks together and forwards packets (of data) between them. SIP SIP is the signalling that is used in conjunction with VoIP to make sure things do what they should do and get where they need to go. A SIP Trunk is a VoIP connection that is solely designed to carry many VoIP calls and do little else. Softphone (Software Telephone) A software program that runs on your PC (desktop or laptop) that allows you to make and receive calls over the Internet. You can use a headset, or a microphone and speakers, in place of a telephone. A softphone s interface typically looks like a traditional phone dial pad. A softphone typically provides all the features and benefits associated with VoIP Solutions. Symmetric DSL (SDSL) Is a type of DSL internet connection where the upload and downloads are the same (symmetric). SDSL connection are relatively slow in comparison to ADSL and are not wisely used. Transmission Control Protocol (TCP) A session layer protocol that coordinates the transmission, reception, and retransmission of packets in a data network to ensure reliable communication. The TCP protocol coordinates the division of data information into packets, adds sequence and flow control information to the packets, and coordinates the confirmation and retransmission of packets that are lost during a communication session. TCP utilizes Internet Protocol (IP) as the network layer protocol. Time of day routing Time of day routing routes calls to different locations based on the time of day the call is made. User Datagram Protocol (UDP) UDP is a high level communication protocol that coordinates the one way transmission of data in a packet data network. The UDP protocol coordinates the division of files or blocks of data information into packets and adds sequence information to the packets that are transmitted during a communication session using Internet Protocol (IP) addressing. This allows the receiving end to receive and re sequence the packets to recreate the original data file or block of data that was transmitted. UDP adds a small amount of overhead (control data) to each packet relative to other high level protocols such as TCP. Voic Similar to an answering machine used for conventional phones, except that the messages are saved and serviced at a central location, rather than at the individual telephone. Voic to When you receive a voic message you will receive an with an audio file attached so you can listen to the message on any device. VoIP VoIP is a method of sending voice calls over the IP data network. This can apply to the public Internet or private IP networks. Also called IP telephony and IP voice. Wide Area Network (WAN) A communications network serving geographically separate areas. A WAN can be established by linking together two or more metropolitan area networks, which enables data terminals in one city to access data resources in another city or country & 141 services If you have chosen to withhold your number on a call by call basis you need to dial 141 before making a call. Dial 1471 to find out the last number that called while you were away from your phone.

8 VOIP

VoIP Dictionary, Glossary and Terminology

VoIP Dictionary, Glossary and Terminology The following provides a glossary of terms and definitions that are commonly used in VoIP Solutions. We hope this will provide a good reference for you during